ROCHESTER, N.Y. (WROC) — Multiple people were hospitalized — one in critical condition — after a tour bus flipped on I-490 in Chili Thursday morning. According to the Monroe County Sheriff's Office, the bus left New York City after midnight, dropping off passengers along its route to Niagara Falls. It crashed on I-490 around 7:00 a.m. Deputies arriving at the scene found some passengers trapped in the bus and others walking along the roadway in a state of confusion. At least 16 ambulances were called to respond. A view of the tour bus crash. (Photo/New York State Police)First responders surround a tour bus that flipped onto its side, leading to traffic blocking up I-490 in Chili (News 8 WROC/Eric Schedlbauer)(Photo/Monroe County Sheriff's Office)(News 8 WROC/Eric Schedlbauer)(Photo submitted by Dave Bart) "It was surreal, it was things you trained for, but something you don't expect to see in real life," Monroe County Sheriff Todd Baxter said. Police said 28 people were taken from the scene to nearby hospitals — some of whom had to be rescued from within the bus. One of those patients was a child. Police said their injuries appeared to be minor. At least one of the adult patients was hospitalized in critical condition. The MCSO is working to contact the families of the victims. Anyone who has loved ones who they believe were on the bus is urged to call the family liaison office at (585)-753-4455. Deputies are investigating the cause of the crash. They said the bus driver has been cooperating with the investigation and there is no indication that drugs or alcohol were involved. MAJOR POLICE PRESENCE ON 490: A crash involving a tour bus has shut down 490 near Union Street.Drivers are being asked to avoid 490 East and Westbound between Churchville and Chili Center Coldwater Road.We’re working on getting more information. Catch us on @News_8 for more. pic.twitter.com/W8YbG6Bj0A— Oran Spitzer (@OranSpitzer) November 7, 2024 The entire section of Rt. 490 was closed to traffic as emergency crews were working on the scene. The eastbound lanes have re-opened, but the westbound lanes remain closed at this time. News 8 has reached out to FlixBus for a statement on the crash. A spokesperson sent back this statement: “We are aware of the accident near Churchville, NY. Our team is actively working with the bus operator to understand the details and provide necessary assistance to passengers. Please note that FlixBus is not a bus operator; all schedules are operated by third-party bus companies. We will continue to seek updates from the bus operator and authorities as the investigation progresses. We have no additional information to share at this time.” MCSO said the bus was operated by Tribal Sun Bus Company out of Massachusetts. Governor Hochul also released a statement on the crash, saying she is praying for the safety and well-being of those involved in the crash: “Earlier this morning, a large bus with multiple passengers rolled over on the I-490 west of the City of Rochester. State Police and Department of Transportation are on scene coordinating with local first responders on rescue operations. To allow first responders to do their jobs, the I-490 is closed in both directions between exits 4 and 3, and drivers are encouraged to find alternate routes. I join the people of New York in praying for the well-being of all involved in this serious incident and am deeply grateful for the heroic efforts of our first responders.” Rochester Regional Health released the following statement: “Two Rochester Regional Health hospitals, Rochester General and Unity, received patients following a serious bus crash on I-490 this morning. Our team is prepared and fully mobilized, working quickly to provide care to those affected.  Our priority is the safety and well-being of all patients, and staff and resources have been allocated to manage this influx effectively. This is a scenario we regularly train for and we are coordinating closely with local EMS and law enforcement to ensure a swift and organized response.  Updates on patient status will be provided as they become available. Our thoughts are with all individuals involved and their families during this challenging time. URMC released the following statement: Thirteen passengers on the bus that crashed on 490 early this morning were brought to Strong Memorial Hospital. One adult patient was taken for emergency surgery, the other 12 are under evaluation in the Strong Emergency Department including one child who does not appear to have serious injuries. Three other adult patients were taken to Highland Hospital and are under evaluation in its ED.  Family members with questions can call the Sheriff’s family liaison line at 585-753-4455. Full MCSO briefing: You can watch the full news briefing in the video player above. Stay with News 8 WROC as we continue to update this developing story.